Retention Specialist

Job Description

Description

Freezing Point, is the owner of the Frazil beverage brand and is the fastest growing frozen beverage company in the US with machines all over then nation. We are a fun, exciting, and high-performance team looking for our newest Machine Retention & Removal Specialist.

As a member of the Performance Management team, our MRR's play a key role in supporting the the Frazil business by working directly with retailers, and customers to resolve sales performance issues. This includes inbound and outbound calls to connect with individual stores to determined reasons for underperformance and supporting the creation of remediation plans when necessary. Day to day work may also include researching missing or lost machines, facilitating the return of equipment, and partnering with the service team for machine repairs.

This is a high impact role that will drive performance of the business immediately.

Pay: $18.00 - $22.00/hr

Key Responsibilities

On our Performance Management team, every day is different. While certain actions or tasks may be routine, you will be faced with unique challenges and problems to solve every day. As the last line of defense of machine removal, you are a partner to our customers and their relationship with Frazil. On any given day you may:

Make outbound calls to stores identified as underperforming to determine reasons for underperformance and next steps.

Make outbound calls to stores to schedule arrange the removal of Frazil machines.

Coordinate with the Service team for machine repairs of stores who are not purchasing due to mechanical issues.

Follow up with customers, third party service providers, and internal stakeholders to ensure completion of work.

Document all contact attempts and client communication in the Frazil CRM.

Investigate missing & lost machines and send for audit or collections as needed.

This work is fast-paced, deadline-driven, and requires the ability to manage large amounts of detailed information.

Skills, Knowledge and Expertise

Our best team members are natural problem solvers. They enjoy a fast-paced environment and are comfortable with change and ambiguity. Key skills needed to succeed in this role include:

1+ years experience in B2B retentions, client success, or collections.

Excellent communication. You are a natural born communicator and are comfortable communicating in writing, over the phone, and in person. You keep your calm when tensions rise and are able to deescalate as needed.

You are a strong team player with a collaborative work style. You help before your criticize and always look to find the common ground.

You are relationship builder, both internally and externally. You build rapport through active listening, professionalism, and kindness.

You have a passion for the details. You enjoy task-based work and can handle lots of "little things" while maintaining accuracy and output.

You are data-driven. Metrics are motivating and you enjoy some healthy competition now and then.

You know how to manage your time, and to ask for help when you need it.

You are comfortable giving and receiving feedback. You enjoy sharing ideas and ways to improve team processes as well a individual performance.

You are proficient in Outlook, Excel, PowerPoint, One Note, and Word.

Benefits

Frazil provides a full benefits package including Medical, Dental, Vision, Life Insurance, Voluntary & Supplemental Plans, 401k with Employer Match, PTO and Company Holidays.

Full-time